Compliments, Concerns and Complaints

We welcome all feedback and value the opportunity to listen, and to improve our services.

In partnership with the

What is the difference between a compliment, a concern and a complaint?

What is a compliment?

We always love to hear that you've had a good experience with us! You may want to send a compliment if, for example, you've had great care from one of our clinicians, or if a member of our contact centre has been particularly helpful.

Email your compliment to your local Circle service, using the contact details here.

What is a concern?

A concern is usually something you would like help with or information about, such as:

asking a question about your appointment or care, including a longer wait than you expected.
requesting information or clarification.

These are usually resolved quickly by a member of our contact centre team. Please use the contact details here.

What is a complaint?

A complaint is when you are unhappy with any aspect of your care or service and would like this to be looked into formally.

This may include concerns about:

the care or treatment you received
communication or delays
staff behaviour
how a service was delivered

Please see the section below to find out how to make a complaint.

What is your complaints process?

When you raise a complaint with us, this is considered Stage 1 of our complaints process (local resolution).

At this stage, your concern will be reviewed by the local service team, who will investigate the issue and provide you with a response. If you are not satisfied with the response, please raise your concerns and the local service team will review them and provide a further response where appropriate.

If you remain unhappy after receiving the Stage 1 response, you may request a Stage 2 review. This is carried out at a national Circle Health Group level, where your complaint will be reviewed to ensure it has been handled appropriately.

If you are still dissatisfied after Stage 2, or if you prefer not to use this process, you have the right to raise your complaint externally with the Parliamentary and Health Service Ombudsman (PHSO) (please see "How to escalate a complaint" below - and note that the PHSO currently has a wait time of up to 6 months).

How to make a complaint

If you have a concern about your care pathway, please contact your local Circle service - click here for contact details.

If you would like to make a formal complaint, please be aware that we are currently experiencing a higher-than-usual volume of complaints, and our current wait time is up to 12 weeks. We appreciate your patience during this time.

You can raise your complaint with us in the following ways:

Email
[email protected]

Write to us
Quality Team
Circle Integrated Care
Lakeview House
Priory Business Park
Fraser Road
MK44 3WH

What happens next?

You will receive an automated reply acknowledging receipt of your complaint.

Due to high volumes of queries within our PALS service, we currently have a longer than usual waiting time of up to 12 weeks. If we accept your communication as a formal complaint we will let you know; we will then formally investigate the issues raised, and provide a written response or update every 20 working days until the matter is resolved.

To help us process your complaint as efficiently as possible, please include in your correspondence:

Full name
Date of birth
NHS number

How to escalate a complaint

If you are not satisfied with your Stage 1 response, you can request a Stage 2 review.

A Stage 2 review looks at how your complaint was investigated and handled during Stage 1. This helps ensure that your concerns were considered fairly and that the investigation was carried out appropriately. The review may identify further learning or alternative ways to resolve your concerns.

Please note that Stage 2 reviews the original investigation rather than repeating it.

If you would like to request a Stage 2 review, please do so within 12 months of receiving your Stage 1 response.

You can contact:

Group Director of Clinical Governance and Quality Improvement
Circle Health Group
National Enquiry Centre
Unit 1, Cameron Court
Cameron Street
Hillington Park
Glasgow
G52 4JH

Email: [email protected]

As an alternative to a Stage 2 review, you may contact the Complaints Team at your local area Integrated Care Board.

Independent review

If you remain unhappy after the Stage 2 review, or if you would prefer not to use the Stage 2 process, you can contact the Parliamentary and Health Service Ombudsman (PHSO). Please note that the PHSO currently has a wait time of up to 6 months.

Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP

Website: https://www.ombudsman.org.uk

Support with making a complaint

Other useful information

You are always welcome to give feedback on any NHS services to Healthwatch, the independent health and social care champion.

Click here to find your local Healthwatch provider.

People who use our service are able to use our complaints process and know that:

They will be treated fairly and their concerns responded to in a way that respects their human rights and diversity.
They will be able and assisted, where required, to make a complaint in any way they feel comfortable.
Making a complaint will not cause them to be discriminated against.

Everyone working for the NHS has a legal duty to keep information about you confidential.